Customer Service Advisor

Job Description and Requirements


A Leading Telecom Operator is looking to hire a "Customer Service Advisor" as the below:



Reports to: Customer Service Center Inbound Team Head

Function Level: Team Member



Main Objective : ( Job Summary)

Responsible of : answer contact center calls, attend to customers issues , make sure of customers satisfaction according to the contact center guidelines



Job level:

Supervision : Team Member: Works under close supervision and follows specific detailed instructions. No latitude for independent judgment.



Impact: Team Members Limited impact; failure to achieve results or erroneous decisions or recommendations may cause delay in program and/or schedules and may result in allocation of additional resources.





Main Responsibilities and Duties:

Provides day-to-day operations of assigned services, responding to facilities/services problems in an efficient and timely manner:
•Answer inbound calls as well as assist customers who have specific inquiries .
•Go the extra mile to serve the customer and make sure to provide FCR
•Reply customer SMS as well as assist customers who have specific inquiries.
•Solve customers problems and complaints.
•Channel customer feedback to VOC ( Voice of customer).
•Conducting professional outbound campaign as market feedback, satisfaction survey, retention campaign.
•Call back customers and inform them about their cases and their solved problems.
•Responsible to satisfy customer and maintain good image for the company.
•Support other tasks assigned by customer service team leader or and manger.
•Responsible for the security, Confidentiality & Integrity, of all information assets within his/her responsibilities in accordance with the company’s Information Security Policies.
•Support company direction in profiling, customer satisfaction, and on spot feedback.



- Be ready to handle additional responsibilities as and when needed by the department/division/business.



- Responsible for the security, Confidentiality & Integrity, of all information assets within his responsibilities in accordance with the company’s Information Security Policies.



Essential Knowledge:
•Good functional knowledge of most product lines. Good working knowledge of office procedures.
•Good communication skills.
•General to good knowledge; frequent use and application of technical standards principles, theories, concepts and techniques.



Competencies: Behavioral & Technical
•Customer oriented
•Good analytical skills and problem solving skills
•Good personal standards and goal oriented
•Good and effective communications skills & listening skills
•A polite, confident and friendly manner
•Computer Skills
•To enjoy working with customers and building relationships.
•Flexibility and quick thinking.
•Persistence and the ability to respect customers' answers.
•To enjoy working within a target-driven team environment.
•Good knowledge of English (speaking and writing)



Qualifications:
•BA University Degree
•Experience is not required